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Show Notes

/Show Notes

November 2017

293: Are Millennials Killing Your Industry?

Adam and Jeannie discuss updated insights on millennial trends, including how and what they buy and what this could mean for your industry in the future. […]

292: Mark Podolsky, Happy Customers Guaranteed

Adam and Jeannie interview Mark Podolsky about keeping customers happy while maintaining a passive income. […]

291: LinkedIn Learning for Customer-Focused Leaders

Jeannie and Adam discuss the content and creation process behind Jeannie’s new customer experience course on LinkedIn Learning. […]

290: Ian Golding, Operationalizing Customer Experience

Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience. […]

289: Transitions and Gaps in CX

Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. […]

October 2017

288: Amy Climer, Fostering Creativity

Adam and Jeannie interview creativity and innovation expert Amy Climer, Ph.D. to discover how to foster creativity in your team. […]

287: The Multi-Device Customer Journey

Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing a truly omnichannel experience. […]

286: Anthony Iannarino, Commitments Are for Closers

Adam and Jeannie interview bestselling author and leading sales expert Anthony Iannarino. […]

285: When to Disclose Bad News to Customers?

Adam and Jeannie discuss the Equifax data breach and how to decide when it’s right to disclose issues to customers. […]

284: Nick Francis, HelpScout Customer Service

Jeannie and Adam smash the myths about customer support software and remote collaboration with HelpScout CEO and Co-founder Nick Francis. […]

283: Pay Attention to Customers

Adam explores real-life situations that exemplify commonly wasted retail opportunities in brick-and-mortar customer service. […]

282: Stephen Shapiro, Innovating Customer Experience

Adam and Jeannie interview Master of Innovation Stephen Shapiro for a better approach to innovating customer experience and more. […]

281: CX Clichés and Overused Examples

Jeannie and Adam break down some common CX clichés and unoriginal thoughts that stifle truly customer-centric thinking and doing. […]

280: Lesley Lykins, CX Day

In this special edition CX Day episode, Adam and Jeannie interview Lesley Lykins, Executive Director of the Customer Experience Professionals Association. […]

September 2017

279: Is Efficient Customer Service Best?

Jeannie and Adam question the meaning of efficiency and uncover hidden and unnecessary challenges to providing efficient customer service. […]

278: Stacey Hanke, Communicate with Influence

Adam and Jeannie interview Stacey Hanke, influence expert and author of Influence Redefined…Be the Leader You Were Meant to Be. […]

277: 5 Digital Experience Offenses

Jeannie shares her expertise in digital experience evaluation with 5 sales-killing offenses even the best of us commit and tips to make good on them. […]

276: Nora Burns, HR Undercover

Jeannie and Adam explore hiring and new employee processes from the candidate’s perspective with Undercover Candidate™ Nora Burns. […]

275: (Tip) Go Negative with Your Training

Should you avoid all negativity in customer service training? Adam shares research data, case studies, and expert advice. […]

274: Nienke Bloem, Gamifying Customer Experience

Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game. […]

273: (Tip) What Is a Moment of Truth?

Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within your customer journey. […]

272: Kristina Quinones, MeetEdgar Customer Service

Jeannie and Adam interview Kristina Quinones, head of customer experience at MeetEdgar, about amazing growth through a unique approach at customer service. […]

August 2017

271: Take It To the Top – Tesla’s New Strategy

Jeannie and Adam discuss the pros and cons of Tesla’s new strategy for escalating customer service issues. […]

270: John-Paul Narowski, KarmaCRM

Adam and Jeannie interview karmaCRM founder John-Paul Narowski about smarter ways to manage and nurture customer relationships. […]